Technical Support Engineer Team Leader
Core
Lead a team of 3-4 support engineers to deliver post-sales technical services, handle complex escalations, and provide on-site field support for video security and access control systems.
Role type
Senior IC Technical Support Team Leader with field responsibilities
Builds
Genetec security solutions (Security Center, Horizon, Stratocast) and customer support processes
Domain
Physical security, video surveillance, IP networking, and access control
Deliverable
production ML models | product features | dashboards & analysis | research | client delivery | infrastructure | physical/clinical work
Required skills
Team leadership, complex troubleshooting, on-site system deployment, SQL database management, Windows server administration, IP networking protocols, CCTV and access control system expertise, technical documentation, customer relationship management
Preferred skills
CCNA/CCNP certification, experience with network storage (SAN/NAS), server virtualization concepts, multi-language communication
Technologies
Genetec Security Center, Horizon, Stratocast, Windows (Active Directory, IIS, GPO), SQL, TCP/IP, SAN, NAS, iSCSI
Responsibilities
Coordinate support team activities and monitor escalated cases, diagnose and resolve complex hardware/software issues, perform on-site installations and system commissioning, develop training programs and technical documentation, collaborate with development teams on portal and login issues, conduct customer audits and provide strategic consulting
Seniority
Mid-Senior, hands-on IC with team management duties
